Customer experience is hard – because it’s not just about the customer

It’s an end-to-end problem - and an opportunity I was in conversation with a fellow consultant recently where she described her horrendous experience returning a sofa she had bought. You’d think this would be a straightforward exercise - these days I find it’s straightforward to return unworn or undamaged products to suppliers and get a … Continue reading Customer experience is hard – because it’s not just about the customer